When handling a customer complaint, the most important thing is to determine whether the platform has issued a warning, suspended order assignments, suspended the account, or terminated the contract. Different measures have different consequences, so you cannot accept “the system’s determination” as a complete explanation.
Suspensions Must Be Based on Pre-Established Rules
The Ministry of Labor explained that the grounds for and duration of suspension must be specified in the food delivery service contract and publicly disclosed; adverse decisions that affect rights and interests must comply with the principles of clarity, accountability, fairness, and proportionality, and may not be made arbitrarily or without cause.
Count-Back Provision
Upon receiving the notification, identify the currently applicable version of the contract, the clause number, the date of the alleged incident, and the evidence provided by the platform. If the report comes from a merchant or consumer, be sure to distinguish between their account of events and the facts already verified by the platform.
Leave your own description
Submit the relevant order details, chat logs, and delivery screenshots through the official complaint portal, and ask the platform to explain the handling process and how they will respond. Avoid disclosing others’ personal information to support your case; evidence can be provided through the appropriate complaint channels.
Source:Ministry of Labor: Transparency in Grounds for Suspension and Termination. For the actual platform terms and how individual cases are handled, please refer to the official notice for the current period.
